Case Study
Insurance
Agentic Automation Transforms Certificate Issuance, Replacing Outsourced BPO to Cut Costs, Increase Control, and Improve Client Experience
A leading insurance brokerage managing thousands of certificate of insurance requests monthly faced growing challenges with its outsourced, manual-heavy process. Certificates are essential for proving coverage before projects begin or contracts are executed, yet the traditional approach created delays, errors, and high costs. Seeking a solution, the firm partnered with Lydonia to implement a fully agentic automation strategy that replaced its outsourced Business Process Outsourcing (BPO) model and brought certificate issuance fully in-house.
Challenges
- High Volume & Complexity: Thousands of requests monthly with varying requirements.
- Time Sensitivity: Delays directly impacted project timelines and contract execution.
- Accuracy Demands: Errors risked client dissatisfaction and liability issues.
- Fragmented Systems: Required data from multiple internal and external systems.
- Client Communication: Coordination across clients, carriers, and internal teams.
- Scalability Limitations: Outsourced processes were costly and inflexible.
The company faced a strategic choice: continue spending $9M annually on BPO services with limited control or modernize using agentic automation to cut costs and enhance service.
Approach
- AI Agents & Workflow Orchestration: Automated request intake, data gathering, validation, certificate generation, and distribution.
- Intelligent Decision-Making: Exception handling and routing for cases requiring human review.
- Multi-System Integration: Seamless connections to policy databases, Agency Management Systems, and document generation platforms.
- Process Training: Agents trained on existing SOPs to replicate and optimize BPO tasks faster and more accurately.
- Continuous Operations: 24/7 processing across email, client portal, and system-triggered requests, ensuring consistent, high-quality output.
To address these issues, MongoDB launched its Robotic Process Automation (RPA) Center of Excellence (CoE) and adopted the UiPath Business Automation Platform™ with Lydonia’s support.
Results
- ~$9.1M Annual Savings (~80% Cost Reduction) Achieved ROI in just 3 months with predictable ongoing costs
- 97% Faster Certificate Issuance: Rapid turnaround with consistent, high-quality output
- Improved Client Experience: Faster, more accurate certificate delivery with streamlined communication
- Full Process Control & Visibility: Eliminated reliance on outsourced BPO with greater oversight
- Scalable, Cost Predictable Operations: Handles high volumes without added overhead or variability
- Foundation for Expansion: Established a scalable framework to extend automation across related workflows
